Customer Service Senior Advisor - Apprentice

at  Crown Commercial Service

KEY ACCOUNTABILITIES:

• Contribute to the delivery of business targets through the delivery of EU compliant and commercially sound procurements
• Providing support in translating customers commercial requirements, into a compliant procurement, which include specific and measurable evaluation criteria
• Motivate a team of advisers in a busy and challenging Customer Service Centre environment.
• Observe calls and offer impactful feedback, coaching and management.
• Resolves 2nd line enquiries by phone & email, using product knowledge in a single pillar and working across pillars to share expertise and best practice.
• Develops knowledge bank materials to support the resolution of increasingly complex and higher volumes of enquiries through the Customer Service Centre
• Conduct outbound customer contact to support enquires, resolve complex issues & develop opportunities via outbound telephony & email to promote CCS services
• Develop on-going opportunities with existing & prospective customers via inbound telephony when a business opportunity is highlighted.
• Ensure the quality of data recorded in CRM CSC systems, delivery, quality assurance reviews where and when required.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

DO YOU WANT TO WORK IN A BUSY, SUCCESSFUL ENVIRONMENT AND JOIN AN INNOVATIVE ORGANISATION? ARE YOU LOOKING FOR A ROLE THAT WILL SUPPORT YOU AND DEVELOP YOUR SKILLS WITHIN CUSTOMER FACING ENVIRONMENTS? DO YOU WANT TO EARN WHILST YOU LEARN?

This is an exciting opportunity to begin a career in Customer Service. In this role, you will work as part of a fast-paced Customer Service team and also undertake a Level 3 Customer Service Specialist Apprenticeship. This is an exciting time to join the CSC as we develop how we deliver an enhanced customer experience for our wide range of customers, alongside a highly valued procurement service for low complexity procurement activities.
An Apprenticeship provides work-based, on the job training and development. The training is fully funded so it doesn’t cost you anything – and you’ll earn whilst you learn. They provide you with the skills, knowledge and behaviours you need to be fully effective in a designated role. With very few exceptions, you don’t need to have related work experience/ qualifications to apply.
What’s important throughout the Apprenticeship is that you put into practice what you learn, and capture evidence of this so your progress and increasing capability can be assessed. We want you to get the most out of your Apprenticeship. To help you manage your learning we’ll give you, over the duration of the Apprenticeship, a minimum of 20% of your paid working hours to focus on skills development. This means you won’t be asked to study in your own time.